Remote Technical Support Engineer — Enterprise SaaS

Zinier; Boston (MA); Remote; USD 70,000 - 90,000; Full time

Job summary

Zinier is seeking a Technical Support Engineer to enhance customer experience. This role involves troubleshooting platform challenges, managing customer tickets, and collaborating with Engineering and Product teams. Ideal candidates should have 2–5 years of SaaS support experience, excellent troubleshooting skills, and a customer-first mentality. This position is remote-friendly, requiring occasional travel for customer interactions along with a Bachelor's degree preferred in relevant fields.

Qualifications

• 2–5 years of experience in technical support or customer-facing SaaS support roles.
• Strong troubleshooting skills and clear communication.
• Technical fluency with enterprise software and web applications.

Responsibilities

• Own the customer support experience and manage tickets.
• Troubleshoot complex issues across workflows and configurations.
• Partner with cross-functional teams to resolve customer challenges.

Skills

Troubleshooting skills

Customer-first mindset

Technical fluency

Excellent communication skills

Collaborative approach

Education

Bachelor’s degree in Computer Science

Tools

Jira

Zendesk

Freshdesk

ServiceNow

Job description

Zinier is seeking a Technical Support Engineer to enhance customer experience. This role involves troubleshooting platform challenges, managing customer tickets, and collaborating with Engineering and Product teams. Ideal candidates should have 2–5 years of SaaS support experience, excellent troubleshooting skills, and a customer-first mentality. This position is remote-friendly, requiring occasional travel for customer interactions along with a Bachelor's degree preferred in relevant fields.